When will my order arrive?
When will my order arrive?
Standard delivery is 12-15 business days and Express delivery is 8-12 business days. These windows already include production and shipping because each piece is made to order.
Can I change or cancel my order?
Can I change or cancel my order?
Because production may begin quickly, changes or cancellations are not guaranteed. Email Client Services immediately and we will confirm what is still possible.
Do you ship worldwide?
Do you ship worldwide?
Yes. We ship worldwide, subject to carrier coverage and local customs restrictions.
When do I receive a tracking number?
When do I receive a tracking number?
Once your order is dispatched, you will receive a shipping confirmation email with tracking information. Tracking may take up to 24 hours to update after dispatch.
I cannot find my tracking email. What should I do?
I cannot find my tracking email. What should I do?
Email help@maisongil.com with your order number and the email used at checkout, and we will resend your tracking information.
My parcel says delivered, but I have not received it.
My parcel says delivered, but I have not received it.
Please contact help@maisongil.com within 48 hours so our team can review the delivery status and assist.
How do I choose the right size?
How do I choose the right size?
Use our Size Guide and measure your bust, waist, and hips carefully. For structured or corseted styles, choose based on your waist measurement first.
Can I get sizing help before I order?
Can I get sizing help before I order?
Yes. Send your bust, waist, hips, height, and heel height to help@maisongil.com, and our Client Services team will guide you.
How should I care for my garment?
How should I care for my garment?
Maison Gil New York pieces should be handled carefully, stored properly, and professionally dry cleaned only when needed. Please see our Product Care page for full guidance.
Will my garment look exactly like the photo?
Will my garment look exactly like the photo?
We work carefully to present each piece as accurately as possible. Because many details are applied by hand, slight variations in embellishment placement or finish may occur and are part of the character of the garment.
What is your return window?
What is your return window?
Eligible return or exchange requests must be submitted within 14 days of delivery.
Do you provide return labels?
Do you provide return labels?
No. Clients arrange and pay for their own return shipping. We recommend using an insured and trackable service.
What condition must the item be in?
What condition must the item be in?
Items must be unworn, unaltered, and returned with all original tags attached, including the Maison Gil New York security tag, intact and uncut.
When will I receive my refund?
When will I receive my refund?
Approved refunds are issued to the original payment method within 5-10 business days after the return is inspected, although banking times may vary.
Do you offer gift cards?
Do you offer gift cards?
Yes. Maison Gil New York Gift Cards are digital and delivered by email.
Can I check a gift card balance?
Can I check a gift card balance?
For balance assistance or gift card support, email help@maisongil.com with the purchaser name and order number.
What payment methods do you accept?
What payment methods do you accept?
We accept major credit and debit cards together with any accelerated checkout methods shown at checkout.
Are duties and taxes included?
Are duties and taxes included?
Depending on destination, duties and taxes may either be collected at checkout or charged by local customs or the carrier before delivery. Where supported, any applicable charges will be shown during checkout.
Get in touch
For anything not covered here, please contact help@maisongil.com.